**About the Role** The Requests, Claims and Disputes Global Process Lead serves as the gatekeeper for their domain, collaborating closely with other Global Process Leads, local teams, and hub teams. As a key member of the Service Line governance, you will define and monitor KPIs on the path to excellence. A critical aspect of this position is the continuous pursuit of simplification through process automation and standardization, leveraging state-of-the-art technologies and innovation (SaaS solutions, Artificial Intelligence, Business Process modelling, Process Mining). **Key Responsibilities** **Process Governance & Optimization** + Ensure consistent adoption of optimized processes across all regions & business units + Continuously improve process efficiency, promote best practices and performance mindset + Foster enhanced user experience while maintaining compliance + Support core model implementation and change management, particularly in bundling activities in regional hubs + Support automation of daily requests, claims, and disputes activities by leveraging new digital technologies (Salesforce & S4/HANA) **Strategic Leadership** + Deliver global projects in your functional area to improve process efficiency and effectiveness + Manage the portfolio of continuous improvement initiatives across regions & global delivery centres **Core Model Management** + Own specific processes of the O2C Core Model in the Claims & Dispute Management area + Manage claims and requests from customers or neighboring functions through various communication channels + Register, document & assign claims according to the global classification matrix + Ensure dispute & deductions oversight and communication to CI2C + Design, maintain and improve Core Model processes in collaboration with Regional Continuous Improvement Lead + Review/approve/reject exceptions and change requests to the Core Model + Ensure comprehensive documentation of processes at all levels **Innovation & Continuous Improvement** + Monitor external market for new ideas and solutions + Propose next-generation processes and solutions + Select and implement relevant technology to increase automation and improve outcomes **Project Management** + Deliver cross-regional projects, particularly technology implementations + Own business cases for relevant projects including implementation impact within iO2C P&L + Support neighboring functions' projects impacting the Service Line + Drive Global Projects Steering Committee and provide direction to project teams **Stakeholder Management** + Proactively manage relationships with neighbouring functions + Ensure O2C Core Model components are well understood for effective implementation + Develop strong relationships with regional heads and global delivery centers + Collaborate with other Business Operations teams to maximize project success + Provide process expertise to Global Delivery Centers and Regions + Exchange best practices with iO2C peers in other companies **Qualifications** **Experience & Knowledge** + 10-15 years of process knowledge in Order to Cash, specifically in claims & disputes management + Sound understanding of O2C end-to-end process and interdependencies with other organizations + Understanding of O2C impacts & levers in improving KPIs like resolution lead time, automation, DSO & overdues + Experience working in a Global Business Services environment (desirable) + Good understanding of digital solutions and aptitude for new technologies (Salesforce, AI, Virtual agents, SAP) **Skills & Competencies** + Strong analytical skills & ability to redefine end-to-end processes + Excellent project management capabilities including business case development, planning, and execution + Effective collaboration skills across different geographies, languages, cultures, and business maturity levels + Advanced interpersonal and communication skills with ability to present at executive levels + Change management expertise with strong problem-solving and prioritization abilities + Languages: Fluency in English mandatory; French or other European languages desirable \#LI-EUR #LI-Hybrid **Pursue** **_progress_** **, discover** **_extraordinary_** Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people. At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)